LG Customer Service is appalling!

discogirl77

Hello fellow MSE forum users!

I was interested if anyone else has had a similar experience to me? I have recently had an extremely poor experience with LG Customer Service regarding my mobile. Basically, the screen started freezing and fading to black, so I phoned up to ask if they would replace the phone as it was still under warranty. A shockingly bad series of events occurred - issues with the hours they can send a courier to collect your phone, why it says on the warranty that they will 'repair or replace' the phone at their discretion but when questioned won't actually replace, smug and argumentative staff, lack of understanding of customer service protocol etc. I eventually sent my phone in to them via post (they sent a very flimsy plastic envelope...) and they had my phone for over a month. I called repeatedly to find out what was happening, and unless I specifically asked for a supervisor no one knew what was happening to it or where it was. I got my phone back yesterday, after being informed that it was fixed. Put the battery back in, switched it on...exactly the same problem! I don't know who checked my phone and passed it as fixed. There was nothing included to explain what had been wrong with my phone or what they had done to 'fix' it e.g. replaced parts. I phoned up again to complain and demand a replacement and to speak to a senior member of staff, but I was told that as a customer I can only speak to a 'Level 2' person (i.e. a supervisor). They would not give me a phone number or email to make a complaint above the people I have been dealing with. Also, they said that in theory they can just keep having my phone back to their repair centre until it is 'fixed'. As you can imagine, my confidence in this process is not high. The alternative, as I pretty much insisted on a replacement phone as I do not want to go through this process again, is that they can ask the senior staff if I can have a replacement phone, but the senior staff would have to sign that off and they might not. I am feeling pretty frustrated about the whole thing. I am interested to see if anyone else has had a similarly horrible experience, or if anyone has managed to get things resolved by getting hold of someone higher up the ladder? Or if anyone has any suggestions on who I can complain to beyond LG, as they clearly couldn't care less about their customers.

Thank you!

Ian011

A crucial part of what you are entitled to depends on when you bought it.

The new Consumer Rights Act 2014 gives you much greater rights in this area, but only for items purchased after a specific date.

discogirl77

Hello Ian011

I bought the phone outright at the end in December 2014.

JJ_Egan

discogirl77 wrote: »

Hello Ian011

I bought the phone outright at the end in December 2014.

CR does not apply its under SOGA .

Who did you buy from ?? they are the ones responsible in law .

discogirl77

Hello

I bought the phone from Amazon, but it is still under warranty from LG.

JJ_Egan

Sale of Goods Act = the vendor .
LG warranty would be a separate warranty in addition to your rights in law .
However that warranty is subject to LGs terms and conditions .Highly unlikely that those terms would give you any right to a replacement .
Basics LG are not the seller your rights in law are against the seller .

discogirl77

Hello

Thank you - if I bought the phone over a year ago can I still ask the vendor for a replacement?

JJ_Egan

discogirl77 wrote: »

Hello

Thank you - if I bought the phone over a year ago can I still ask the vendor for a replacement?

SOGA gives you up to 6 years to pursue a claim through the courts .

You can ask but the vendor has the option to repair replace or refund .
However as its over 6 months from purchase the vendor may ask you to prove via an independent report that the product is not fit for purpose etc .

discogirl77

OK, thank you. There is no excuse for the dreadful customer service experience I have had with LG, or a reason why they won't give anyone details of a person to contact if you wish to make a complaint. Not good enough! If anyone knows any contact details, I would be most interested.

diamonds

Someone recently had an issue with unauthorised replacement motherboard who eventually got somewhere, have a look round the forum, they may well be able to give you contact details.

discogirl77

Thank you :-)